.

Russell

CallahanHR Generalist

Russell R. Callahan

***** *'Connor Road #18 - San Antonio, TX 78233

Cell/Home: 210-***-****

Email: abp135@r.postjobfree.com

PROFILE

A passionate and innovative human resource professional with experience translating business strategies into high performance programs and continuous improvement. Strong business acumen to achieve high performance results in diverse, service-driven organizations. An inspiring and energetic leader who serves as a catalyst for strategic change. Expert communication skills with the commitment to build rapport and positive working relationships with all levels of team members and clients. A compassionate individual whose life mission is to consciously and consistently develop, motivate and inspire others to achieve extraordinary results.

SUMMARY OF QUALIFICATIONS

- Over fifteen years of experience in versatile human resource generalist roles.

- Keen business acumen that inspires trust and rapport with all levels of team members

- Five point veteran status with inactive Top Secret (SBI) security clearance.

- Demonstrated experience in staffing, recruiting, sourcing, interviewing, benefits and compensation.

- Ability to inspire extraordinary results by: engaging leaders/associates, valuing diversity and shaping culture to support a high performance environment.

EDUCATION, PROFESSIONAL DEVELOPMENT, AND HONORS

University of New York

Albany, New York (GPA: 3.67)

B.S., Liberal Arts

University of Phoenix

San Antonio, Texas (GPA: 3.55)

M.B.A., HR Management (9 hours)

- Certified: Employment Law Compliance, COUNCIL on Education in Management

Targeted Selection, Development Dimensions International (DDI)

Human Resources Management, University of Texas

High Impact Consulting, Robert Schaffer and Associates

Micro-Design Facilitation, Performance Management Training

- Member: Society of Human Resources Management

Dean's List - University of Phoenix, San Antonio Campus

- Finisher: 2007 Austin Half-Marathon [1:58:41]

2009 Austin Marathon [4:45:31]

RELEVANT ACCOMPLISHMENTS

Strategic Planning and Organization

- Spearheaded a cross departmental team that improved the recruiting process for the Investor Service Representative position, which made up approximately 85% of all recruiting in the Austin office. The redesign of this process resulted in a cost savings of approximately $210,000 per year (for an average year of recruiting).

- Increased medical professional closure rates by 15% through the creation and implementation of policy and procedures and the employment of observation and on-the-spot coaching. This improvement increased revenue by approximately $120,000.

- Implemented an initiative where all customer complaints were responded to within 24 hours. This resulted in an increase of the banking center's quarterly "Customer Delight score by 50%.

- Introduced a structured recruiting process and formalized training/leadership development department for a mortgage servicing contact center of approximately 1000 associates and ten specialized operational units.

- Managed annual budgets for organizational development and human resource departments up to 35 team members, including all reforecasting.

Training and Development

- Translated and executed a low-cost, product-focused business strategy into a performance management discipline for a Fortune 500 managed care corporation of ~30,000 employees.

- Designed and trained key accountabilities, competencies, performance tools, standards and matrices for all U.S. management personnel for a Fortune 500 managed care corporation of ~30,000 employees.

- Created a leadership development program for a 24/7 global call center operation of approximately 9000 employees and trained all members of management within the Texas/Kansas regional offices.

- Designed and conducted training seminars in Tampico, Mexico and South Texas cities on effective communication techniques, improvements of the customer experience, behavioral interviewing skills, change management, leadership development and high-impact performance management.

- Designed and delivered a performance delivery program that resulted in a reduction in call processing time by 2 seconds, per inquiry, per representative resulting in a $250,000 reduction in operating expenses.

- Contributed to successful company acquisition in six months; including due diligence initiatives, servicing rights transfer, job mapping, and orientation/benefits/systems conversion training

PROFESSIONAL HISTORY

2010 - 2011 Alamogordo Ear, Nose and Throat/Advanced Hearing Care, Alamogordo, New Mexico

Director of Operations & Human Resources

2007 - 2009 Bank of America, Albuquerque/Santa Fe, New Mexico

Acting Banking Center Manager (2009)

Assistant Banking Center Manager (2007-2008)

2006 - 2007 INFOnxx (currently kgb USA), San Antonio, Texas

Manager of Training and Leadership Development

2003 - 2006 Self-Employed, San Antonio, Texas

Human Resources Business Consultant/Facilitator

2001 - 2003 Fairbanks Capital Corp. (currently Select Portfolio Servicing), Austin, Texas

Regional Director, Human Resources (2002-2003)

Assistant Vice President, Learning and Development (2001-2002)

1999 - 2001 Janus Mutual Funds, Austin, Texas

Regional Learning and Development Manager

1997 - 1998 Humana Regional Customer Service Center, San Antonio, Texas Organizational Development Manager and Performance Management Facilitator

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